Manager, Complaints Resolution and Business Continuity

Maya; Manila; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Maya is seeking a Complaints Resolution and Business Continuity Manager to strengthen our end-to-end complaints framework across all channels, including BSP-referred cases and executive escalations. The role emphasizes regulatory compliance, audit readiness, and process improvement, within a leadership capacity.

The ideal candidate will have strong people leadership and extensive experience in complaints management, governance, and regulatory handling in financial services, collaborating with

Qualifications

• Bachelor’s degree in Business Administration, Finance, Law, or related field.
• Experience in complaints management, escalations, or regulatory complaints.
• Knowledge of BSP regulations and regulatory reporting.
• Experience designing or improving complaints processes.
• Strong analytical, problem-solving, and stakeholder management.
• Proven people leadership experience.

Responsibilities

• Own and improve end-to-end complaints management framework.
• Oversee BSP-referred complaints and regulatory cases.
• Analyze complaint data for root causes and improvements.
• Lead governance, audit readiness, and compliance efforts.
• Prepare and present complaint, risk, and compliance reports.
• Manage and develop the Complaints and Regulatory Issues team.
• Collaborate with Compliance, Legal, Risk and other units to drive resolution.

Skills

People leadership

Complaints handling

Regulatory compliance

Governance

Stakeholder management

Data analysis

Education

Bachelor's degree in business/finance/law

Job description

Merchant Experience and Escalations Management

Our Mission

Our goal is for everyone to make bolder choices with their finances.

To get there, we're creating an all-in-one ecosystem of financial services for today's generation of goal-getters. That feat takes extraordinary people-those with the guts to challenge the way things are and transform them into something better.

To be part of Team Maya is to be Bolder for Better.

Description

Role Overview

We are seeking a Complaints Resolution and Business Continuity Manager to lead and strengthen our end-to-end complaints management framework. This role is responsible for overseeing customer complaints across all channels, including Level 1 support, BSP-referred cases, and executive escalations, while ensuring regulatory compliance, audit readiness, and continuous process improvement.

The ideal candidate is a strong people leader with experience in complaints management, regulatory handling, governance, and stakeholder collaboration within the financial services industry.

What You'll Do

• Own and continuously improve the company's end-to-end complaints management framework.
• Oversee BSP-referred complaints and regulatory cases, ensuring timely and compliant resolution.
• Analyze complaint data to identify root causes, trends, and opportunities for process improvement.
• Lead governance, audit readiness, and compliance efforts across Customer Success operations.
• Prepare and present complaint, risk, and compliance reports to senior management.
• Manage, coach, and develop the Complaints and Regulatory Issues team.
• Partner with Compliance, Legal, Risk, Audit, Operations, and other business units to drive issue resolution and preventive actions.

What You Need To Succeed

• Bachelor's degree in Business Administration, Finance, Law, or a related field.
• Demonstrated experience in complaints management, escalations, regulatory complaints, or customer dispute resolution, preferably in the financial service industry
• Strong knowledge of BSP regulations, consumer protection standards, and regulatory reporting requirements.
• Experience designing or improving complaints and escalation management processes.
• Strong analytical, problem-solving, and stakeholder management skills.
• Proven people leadership experience.

About Us

Maya is the all-in-one money platform that is bringing Filipinos bolderways to master their money.It is powered by a unique integrated financial services ecosystem that addresses the ever-evolving needs of today’s generation of moneymakers through cutting edge technology.

We lead millions of Filipinos — consumers, businesses,communities, and government agencies alike — into a version ofthe current digital economy that’s more inclusive, transparent,and empowering than ever.

We are powered by the country's only end-to-end digital payments company Maya Philippines, Inc. and Maya Bank, Inc. for digital banking services.

Maya Bank, Inc. and Maya Philippines, Inc. are regulated by the Bangko Sentral ng Pilipinas. https://www.bsp.gov.ph/